Inbound Call Centre Agent

Our client is one of the UK’s largest employers providing outsourced contact centre solutions to major customers. Working on behalf of a well-known energy provider we have a requirement for inbound customer service advisors.

Working in a vibrant and fast paced contact centre you will answer inbound calls relating to billing, metre readings, general enquiries and complaints.

Main Responsibilities:

• Deal directly with customers by telephone
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing and delivery information
• Set up new customer accounts
• Process orders, forms, applications and requests
• Organise workflow to meet customer timeframes
• Direct requests and unresolved issues to the designated resource
• Manage customers’ accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Manage administration
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process

Experience

• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications
• Ability to type
• Numeric, oral and written language applications